Summary
* Job Titles: IT Support Engineer & IT Technician
* Location: Melbourne
* Employment Type: Full‐Time
* Contract Length: N/A
We are seeking technical professionals to ensure the stability and reliability of critical IT services that power 24/7 warehouse functions. Whether you are a senior‐level engineer focused on escalation management and system stability, or a hands‐on technician devoted to operational device readiness, these roles are pivotal in maintaining seamless inbound and outbound logistics workflows.
Key Criteria
* Sector Experience: Prior experience in logistics, warehouse, manufacturing, or similar fast‐paced enterprise operational environments.
* Technical Support: Proficiency in supporting end‐user systems, peripherals (scanners/printers), and infrastructure components.
* Network & Systems: Knowledge of network routers, firewalls, switches, and Microsoft Active Directory / Entra ID.
* Incident Management: Proven ability to manage incidents, perform root cause analysis, and handle technical escalations.
* Communication: Strong ability to liaise effectively with both technical teams and non‐technical Operations Managers.
* Operational Agility: Ability to work on the floor in high‐volume settings and participate in on‐call rotations (for Engineer‐level roles).
Key Relationships
* Operations Leadership: Collaborating with Site Operations Managers and Area Managers to assess business impact.
* Internal IT Teams: Close collaboration between IT Technicians and IT Support Engineers for seamless handoffs.
* Stakeholders: Engaging with Central IT and warehouse associates to refine processes.
Key Responsibilities
IT Support Engineer (Escalation & Infrastructure)
* Act as the primary technical escalation point for complex issues identified by site teams.
* Diagnose and resolve high‐level infrastructure, network, and system‐level incidents impacting operations.
* Drive Incident Management activities, including root cause analysis (RCA) and preventative action planning.
* Provide critical incident response via a rotating on‐call roster to support 24/7 environment stability.
* Lead continuous improvement through documentation and process refinement with central stakeholders.
IT Technician (Operational & Hands‐on Support)
* Provide frontline IT support for all day‐to‐day issues affecting warehouse production.
* Maintain and troubleshoot operational devices including RF scanners, thermal printers, thin clients, and Computers on Wheels (COWs).
* Perform hardware swaps, basic restores, and device setup to ensure equipment availability on the floor.
* Monitor systems and respond rapidly to incidents raised by Area Managers to minimize workflow disruption.
* Execute effective escalations to engineering teams when issues exceed routine troubleshooting steps.
Experience
* Minimum 3 years of relevant experience.
Skills
* Help desk and IT support
* Active Directory
* Office 365
* L1 networking
Qualifications
* Bachelor's degree or equivalent
* IT Help Desk/Support experience
* Active Directory experience
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